Call Center Manager
Location: US, MA, Woburn
Department: Member Services
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Financial Services
Function: Customer Service

Company profile:
Outstanding Member Service Starts With Outstanding PeopleIf you are committed to the concept of “above and beyond” and enjoy interacting with people either in person or on the telephone, then we want to talk to you.Our people are our most valuable asset. We recognize their value – the hard work and dedication they give – and reward it through a highly competitive salary structure and benefits program which includes:Medical, dental and vision insurance401k  Retirement Savings Plan with a match up to 6% by the Credit UnionFlexible Spending  AccountsLife insurance paid by the Credit UnionGenerous paid time offGym membership reimbursement program.

Job description:
Would you like to work for a trusted organization that values its employees?  A USAlliance career is a journey that starts with a positive, productive, and engaging workplace where employees are valued and respected.Responsible for the daily operations and productivity of the Call Center ensuring that professional accurate and efficient information is delivered.  Ensure efficient departmental operations, with an emphasis on member satisfaction, high quality service, cross selling of products and services, product penetration, membership growth and the safety and soundness of USAlliance FCU.  ESSENTIAL DUTIES:Direct, coach, develop and motivate staff.Manage daily operations to maximize service to members.Motivate staff to achieve member satisfaction.Coach staff to organize their responsibilities and in order to maximize their effectiveness.Provide on-going feedback to staff regarding their performance, development and when required, disciplinary action.Provide on the job training as requiredFacilitate meeting and focus groups to achieve project goals and objectives.Ensure all incoming calls are handled in an efficient manner.Monitor and critique the quality of service given by each Representative.  Provide monthly performance reviews.Ensure the equipment is serviced regularly and is functioning at maximum capacity.Ensure all call-backs are handled in an expeditious manner.Responsible for researching member inquiries to ensure proper follow-up and member satisfaction.Facilitate the development of an organizational sales culture. Conduct regularly scheduled (monthly) team-building meetings. 

Requirements:
Strong interpersonal, leadership and supervisory skills.Ability to manage multiple tasks simultaneously.Strong organizational and planning skills.Ability to work collaboratively with colleagues across the organization.   Ability to maintain an effective and efficient workflow. Ability to function in a fast-paced and changing environment. Must have a “sales attitude”.  Bachelor’s degree preferred or a minimum of 5 years equivalent business experience desirable. All positions must adhere to standard BSA/AML policies, procedures and processes.  Employees must demonstrate awareness of business functions and how business decisions affect financial and/or non-financial work results.

Benefits:
Our people are our most valuable asset. We recognize their value – the hard work and dedication they give – and reward it through a highly competitive salary structure and benefits program which includes:Medical, dental and vision insurance401k  Retirement Savings Plan with a match up to 6% by the Credit UnionFlexible Spending  AccountsLife insurance paid by the Credit UnionGenerous paid time offGym membership reimbursement program